Complaints
These terms describe access prepared manually by the seller and payments in PLN through Przelewy24 or in EUR and GBP through Revolut Business. Only packages with a displayed price and available payment can be purchased. The language selection does not change the market or currency.
2026-10-08-v11. How to make a complaint
Email access@auto-diagnostic.pl or write to CENTRUM OBD Piotr Józefiak, ul. Władysława Sikorskiego 87C, 27-400 Ostrowiec Świętokrzyski, Poland. You can also contact us on +48 786 484 133. Describe the problem and provide information identifying the purchase, such as your order number and email. If possible, include when the error occurred, the vehicle or document affected, and the solution you want. A screenshot may help but is not mandatory. Do not send your password or full card details. A missing receipt does not prevent a complaint if you can show the purchase in another way.
2. Payment made but no access
If you have paid but cannot use the purchased coverage, do not pay again. Report the problem and keep the payment confirmation. We check payment confirmation, manual order fulfilment and the access instructions message. If the service has not been supplied, you can require us to supply it. If we do not do so without undue delay or within an additional period expressly agreed with you, you may terminate the contract. You do not have to request supply first if we refuse or the circumstances clearly show that we will not supply it, or if an agreed essential supply deadline has been missed.
3. A service that does not conform to the contract
Consumers can require the service to be brought into conformity free of charge, within a reasonable time and without significant inconvenience. In the cases provided by law, they can reduce the price or terminate the contract, particularly if a remedy is impossible or disproportionately costly, we have not remedied the problem, it persists despite our attempt, or the non-conformity is sufficiently serious. A price reduction reflects the effect on the service’s value and how long the problem lasted. For a paid service, minor non-conformity does not give a statutory right to terminate for that reason; however, the law presumes that non-conformity is not minor. We are responsible for non-conformity that occurs or becomes apparent during the paid period of continuous supply, not just the first 14 days. Expiry of access does not shorten statutory time limits for bringing claims.
4. Response time and procedure
We respond within 14 days of receiving a complaint, on paper or another durable medium such as email. Under Polish law, failing to answer a consumer’s complaint within that period means it is accepted unless a specific legal provision states otherwise. If further technical information is necessary, we request it only to an extent proportionate to the problem; we do not require your password. The response period is not an extra period during which a customer must tolerate serious non-conformity.
5. Refunds and settlement
Amounts due following a valid price reduction or termination are returned without undue delay, no later than 14 days after receipt of the relevant statement. We use the original payment method unless you expressly agree to another method without additional cost. On termination for non-conformity in a continuously supplied service, we settle the non-conforming period and the prepaid period that will no longer be supplied, in accordance with the law. Reviewing a complaint and initiating a refund are separate steps; we communicate the outcome on a durable medium. Revoking access from the affected purchase does not delete other valid purchases.
6. Further assistance
Statutory digital service protection also covers an individual acting in business where the purchase is not professional in nature for them within the meaning of the Polish Consumer Rights Act. Consumers may seek help from a consumer ombudsman and consult UOKiK’s out-of-court dispute information at polubowne.uokik.gov.pl. The complaints procedure does not restrict the right to bring a case before the competent court. The ordinary 14-day cancellation right without giving a reason is explained in a separate section of the terms.